As ourcommunitygrows, organization have to ensure that customers get quick answers to their questions.Question-to-Case allows moderators toescalateunresolved questions to cases from the question detail page. You can automate this escalation process usingProcess BuilderorWorkflow Rule. It allows you to use Question-to-Case and automation tool in several ways, for example

Create a case from a question if, the question has received more than two likes without reply.

Create a case from a question immediately if the question contains the word Urgent Help.

Let’s start with a business use case

Business Use case

Rachel Gillett is working as System administrator in Universal Container. She has received a requirement from the management, auto creates a case whenever a new question is created, which contains word Urgent help in the title.

Solution for the above business requirement

There are a few possible solutions for the above business scenario, but we’ll use Process Builder and Create a record action to solve the above business requirement.Follow the below instructions to create a Process Builder to resolving the above business requirement

1. Click on Name | Setup | App Setup | Create | Workflows & Approvals | Process Builder and click on the New button, Enter Name, API Name and then click on the Save button2. To create a new process from scratch, click on the New Button available on Process Management page. A popup will appear where you have to enter the Name (Use Automatically Create Cases from Unresolved Questions as name), API Name and Description as shown in the below screenshot

Define Process Properties

3. The next step is to add entry criteria. For this click onAdd Object, selectQuestion object and for the entry criteria, Select only when a record is created, as shown in the below screenshot, once you are done click on theSave button

Evaluation Criteria

4.The next task is to addProcess Criteria, To do this click on Add Criteria, enter Name, Type of action and set filter conditions (In this case set [Question].Title Contains Urgent Help) and click on theSave button, as shown in the following screenshot

Process Criteria

5. Once you are done, click on the Savebutton it will redirect you to Process Canvas. Now we have to add an Immediate action to create a case, for this, we will use Create a Record action. Use Field Pickerto select the field Description and Text Entryfield to enter a comment or sentence. Please refer the following screenshot for more information

Add action – Create a Record

7. Once you are done, click on theSave button, it will redirect you to Process canvas. Finally, theProcess will look like the following screenshot

Don’t forget to active the Process by clicking on theActivatebutton.

Proof of concept

1. Now create a question from the community user login via the UI

Create a question

2. Navigate to the case tab and check out the newly created case

Question to case

Note: – I will suggest you to implement this first on your developer org, test it and then move it to production.

Tapendra Thakur

Hi Rakesh, There is no objects named “Question” available in process builder.( Using Feed Item object) I have to create case if a question in community not been replied for next 5 days.
How we can check that particular question is unanswered for last 1 week.
Please help.

Charline

Hi Rakesh, can these guides be applied to Questions in the community? We are using the Napili template and it doesnt have the Chatter answers as part of the template, it just uses the ‘Ask a Question’ functionality, and I need to set up some automations for this, such as, Post to internal chatter when a question is posted in community, and create a case when new question is posted. Your guides are pretty much what I need, but they apply to Chatter Answers.